General Questions

1. What is DokanXpress?
DokanXpress is a multi-vendor e-commerce platform where multiple sellers (resellers/vendors) offer products, and customers can shop from a wide range of categories in one place.

2. How do I create an account?
Click on the Login/Register option, enter your phone/email, and follow the steps to create your account.

3. Do I need an account to place an order?
Yes, you need an account to place orders, track deliveries, and manage returns or refunds.

Orders & Payments

4. How do I place an order?

• Browse products
• Add items to cart
• Proceed to checkout
• Enter delivery details
• Choose payment method
• Confirm your order

5. What payment methods are available?
You can pay via:

• Cash on Delivery (COD)
• Debit/Credit Card
• Mobile Wallets (bKash, Nagad, Upay) (if enabled)

6. Can I cancel my order?
Yes, you can cancel your order before it is dispatched. After dispatch, cancellation may not be possible.

7. How can I track my order?
You can track your order from your account dashboard under “My Orders”.

Delivery

8. How long does delivery take?

• Inside Dhaka: 1–5 working days
• Outside Dhaka: 3–7 working days

Delivery time may vary depending on product availability and location.

9. What is Open Box delivery?
Open Box delivery allows you to check the product (without opening branded packaging) before accepting it.

10. What if I am not available during delivery?
The delivery agent will attempt to contact you. If unreachable, delivery may be rescheduled or canceled.

Returns & Refunds

11. Can I return a product?
Yes, you can request a return within the return window if the product is:

• Damaged
• Defective
• Incorrect
• Incomplete

12. How do I request a return?

• Go to your order history
• Select the item
• Click “Return/Refund”
• Provide reason and upload proof (if required)

13. How long does a refund take?

• Mobile Wallet: 3–5 working days
• Bank/Card: 5–10 working days
• Voucher: Within 1 working day

14. Are all products returnable?
No. Some items like innerwear, food, digital products, and customized items are non-returnable.

Account & Security

15. I forgot my password. What should I do?
Click on “Forgot Password” and follow the reset instructions.

16. Is my personal information safe?
Yes. DokanXpress uses secure systems to protect your personal data. Please read our Privacy Policy for details.

Vendors / Sellers

17. How can I become a seller on DokanXpress?
You can register as a vendor through the Vendor Registration page and submit required details for approval.

18. Is there any fee to become a seller?
It depends on DokanXpress policies. Some plans may include commissions or subscription fees.

19. How do vendors receive payments?
Payments are processed and transferred to vendors based on the platform’s payout schedule.

Other Questions

20. What should I do if I receive a damaged or wrong product?
Immediately request a return/refund through your account within the return timeline.

21. Can I order products for someone else?
Yes, just enter the recipient’s name, address, and phone number during checkout.

22. Who do I contact for support?
📧 Email: help.dokanxpress@gmail.com
📞 Phone: (01601677665)